OWN THE MOMENT REFRESHER FOR VA
TMS Questions with Correct Answers
Pre lesson 1:
Customer experience has 3 dimensions: Ease, effectiveness and ?
Emotion
Pre lesson 1:
What is the difference between customer service and customer experience?
Customer experience takes into account how customers feel about the service(s) they receive.
Pre lesson 1:
Which one of the following is NOT what the PX framework shows us?
Leadership is the most important domain.
Pre lesson 2:
In which of the following situations would you need to use the SALUTE service
recovery model?
Veterans call your clinic and are dissatisfied with their experiences at the VA.
Pre lesson 2:
Which one of the following BEST illustrates the connect and care principle?
Veterans enter the VAMC and are greeted by every VA employee they see.
Pre lesson 2:
WECARE behaviors are:
Used with the OTM principles to maximize customer experience
TMS Questions with Correct Answers
Pre lesson 1:
Customer experience has 3 dimensions: Ease, effectiveness and ?
Emotion
Pre lesson 1:
What is the difference between customer service and customer experience?
Customer experience takes into account how customers feel about the service(s) they receive.
Pre lesson 1:
Which one of the following is NOT what the PX framework shows us?
Leadership is the most important domain.
Pre lesson 2:
In which of the following situations would you need to use the SALUTE service
recovery model?
Veterans call your clinic and are dissatisfied with their experiences at the VA.
Pre lesson 2:
Which one of the following BEST illustrates the connect and care principle?
Veterans enter the VAMC and are greeted by every VA employee they see.
Pre lesson 2:
WECARE behaviors are:
Used with the OTM principles to maximize customer experience
